Firefox won't open because it says it is already open when it ain't
Firefox won't open because it says it is already open. It appears Firefox is operating in the background. Tried to remove it but we get the same message to log out of Firefox. For 10 years we have been using McAfee with all features but it does not detect any virus or malaware etc. It appears it might be a malaware problem but even using all the latest Microsoft fixes hasn't helped. We used Vista Business Professional with all the latest service packs updated. We use the latest version of Firefox as of up to around 3 weeks or so ago when this issue first appeared.
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A good start would be to get rid of your Ask Toolbar which causes many problems. Google for information and advice. You could also try the Search Firefox Help box above which is a goldmine but sometimes requires a fair amount of digging.
Thanks Alan, we don't use Ask Toolbar - we also checked in add-remove programs just in case. What next?
AskTB is showing in your user string in your system details. It may be some sort of a relic but I suggest you do some deeper search, starting with your plug-ins and then a more general computer search. You should also try About:Config with "Ask" in the filter.
Hi Andrew, we are not technical savvy people or computer literate when it comes to software and operating systems (all the background stuff), we have no idea how to go looking for plug-ins, etc, particularly in a computer that does not open Firefox for us to have a look at whatever plug-ins are being used, if any. Can you please provide an idiot-friendly step by step pathway for us to remove/delete everything you are indicating in your replies thus far. We are using Vista Professional with all the latest service pack updates. Thanks foe helping us. Gratefully appreciated.
Ooops, sorry Alan (not Andrew)
I suspect you need more expert help but here are a few things you can try.
If you can't open Firefox(double click on Firefox desktop icon) try Safe Mode - Hold down the Shift Key as you double click on the icon>don't check anything on the page that opens>continue. If Firefox opens and works in this safe mode go to Add-ons> Extensions and look for "Ask". Then look at Add-ons >Plug-ins and again look for "Ask" . Remove, delete,disable any Asks. If you do remove any, close Firefox. And try again in Normal Mode.
The Ask website has detailed instructions for removal but you need to find it on your computer and have your computer in working order.
If there is no sign of Ask and Firefox is working well in Safe Mode you should work your way through this -
https://support.mozilla.com/en-US/kb/Troubleshooting%20extensions%20and%20themes
Eventually you might need to grapple with About:Config and even your Windows Registry but I would recommend a complete uninstall and re-install before that. Unfortunately that often doesn't work.
That all sounds very daunting but taken step-by-step you might get lucky early.
If you're using Windows, check the Task Manger (Ctrl+alt+delete), maybe the firefox.exe process is still running, if so click on it and then the "End Process" button I hope this will work. Sorry, I don't know what to do under Mac or Linux!
Thanks Nitrogen: Checked and no. - We checked this previously and it does not show in the task manager as in operation in any way!
Alan, went into Safe Mode and still can't open up Firefox from quick start, desktop icon & programs, even tried to delete it from add-remove but still won't let me do anything. What next?
Firefox version appears to be version 3.6.1.6